Shop Policies

Cancellations

Cancellations may be made within 2 hours of placing your order if the shipping label has not been created. All cancellation requests are treated on a case by case basis and may be denied. Cancellations are not accepted during major events and sales.

Returns, Exchanges, and Damaged Goods

Due to the nature of my products we do not accept returns or exchanges for change of mind.

Unfortunately, sometimes mistakes do happen, but I am always happy to make things right! If your item is damaged or faulty, or your order contains an incorrect item please follow these steps:

Take a photo of the item/s clearly showing the issues

Send the photos to hello@pugsandco.com along with your order number and a brief description of the issue if it is not clear from the photo/s

Once I have looked over your case I will contact you to arrange a replacement or refund. You will not be responsible for any shipping costs to return incorrect items or to send out replacement items.

Modifying Order Details/Combining Orders

I am unable to modify or combine orders during major events, new release days, and sales.

During quieter periods I may be able to combine orders, but please send an email to hello@pugsandco.com before placing an order to avoid disappointment.

All orders will be delivered to the address specified on your order. We are not responsible for incorrect shipping addresses, so please make sure we have the right address for you. If you notice an error after you have placed your order, please contact us immediately by email. If your shipping label has already been created and paid for you will be required to cover the costs to create a new label. If your order has already been shipped you will need to make contact directly with the courier to redirect your delivery at your own risk. Alternatively your order can be returned to sender and reshipped once arrived back in our hands at your expense.

Shipping and Customs

If you are experiencing delays in your tracking please contact your local postal service (for example USPS) and quote your tracking number. If you are unable to reach a resolution or find a solution with your local postal service please send an email and I will do my best to help you.

I am not responsible for any customs and import duties, or any other local postal requirements that may be issued by your country. Any charges must be paid by the recipient of the parcel so please make yourself familiar with your local import laws and regulations.

Please note that orders are not considered missing until 14 business days for domestic (Australian) orders and 35 business days for international orders. It can take up to 35 business days for international mail, but if you have not seen movement in your tracking for 21 business days please contact me immediately so I can look into what may be causing it.

Reselling and Artwork Licenses

All designs feature original and unique artwork created by and/or for Pugs & Co. All items and designs are for personal use only and are not to be copied, imitated, resold, or redistributed without Pugs & Co's written permission.

Pugs & Co does not give permission to resell any of its items in a manner that may reflect negatively on the store. This includes repackaging and reselling any product that would imply that you are a licensed reseller of Pugs & Co products.